Paying attention

How to take your customers from deluded to devoted

When it comes to customer service we’re deluded. 80% of employees say they give superior service yet only 8% of their customers agree.

Even when presented with the facts about customer dissatisfaction, employees are twice as likely to blame the rest of the organization as to take responsibility themselves. This creates a big problem for company bosses.

The business case for paying attention to customers is unequivocal. For each one point difference in the American Customer Satisfaction Index (ACSI), a typical Business Week 1000 firm will increase cash flow by $55 million.

For the complete story on how to engage your frontline employees to give customers the attention they deserve, you can download the white paper.

Just enter your details and– so long as your email address is correct – you will receive an automated message with a link to download the paper.

Why it pays to pay attention

Would you like some feedback?

Thought not. And if you got some, would you listen? Giving feedback is an occupational hazard. It’s usually subjective – based on managers own preferred ways of working. And it often falls on deaf ears. When feedback happens infrequently and formally, it activates psychological triggers in our brain that mean we quickly revert to defend and protect mode. The receiver...

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